Customer Success & Experience
For startups scaling client work, services, or B2B offerings
As your business grows, delivering a seamless and efficient client experience becomes essential for maintaining satisfaction and driving growth. The Customer Success & Experience package helps you build out the essential systems behind your client delivery process, from initial intake to invoicing and reporting. Whether you’re providing services, managing clients, or working with patients, we help you scale your operations without burning out your team.
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We’ll work with you to create workflows, implement CRM systems, optimize billing processes, and ensure that your client experience is smooth, streamlined, and scalable.
What We Can Help You With:
✅ Client journey mapping & experience optimization: Design and optimize the full client journey, from initial contact through onboarding, service delivery, and post-service follow-up, ensuring a smooth, consistent experience that reflects your business’s values.
✅ Intake workflows & onboarding docs: Design and implement client intake workflows, including intake forms, onboarding documentation, and automated communication, to ensure a smooth entry process and clear expectations from the start.
✅ CRM setup (HubSpot, Airtable, Salesforce, etc.): Set up a CRM system tailored to your business needs, helping you track and manage client relationships, sales pipelines, and communication more efficiently.
✅ Billing & invoicing flows: Establish clear and efficient billing workflows, whether you’re managing subscriptions, one-time payments, or service-based invoices, and implement tools to automate invoicing and payment reminders.
✅ NPS/Feedback Tracking & Client Satisfaction Rates: Implement a system for collecting client feedback, including Net Promoter Score (NPS) surveys, to track client satisfaction over time. We’ll also help you establish a framework for measuring Client Satisfaction Rates, providing insights into your clients’ overall experience and identifying key areas for improvement, allowing you to proactively address concerns and optimize the client journey.
✅ Client loyalty & referral pathways: Develop systems to foster client loyalty and incentivize referrals, creating clear pathways for clients to become repeat customers and advocates for your brand.
✅ Delivery playbooks & fulfillment SOPs: Build SOPs and playbooks that ensure consistent, high-quality service delivery and client fulfillment, allowing your team to scale efficiently while maintaining a premium client experience.
✅ Retention Analytics: Leverage data analytics to monitor client satisfaction and identify early warning signs of churn. Use these insights to implement targeted strategies for improving retention, addressing concerns, and optimizing the client experience.